Hilton Garden Inn Detroit Downtown

My husband and I stayed at the Hilton Garden Inn Downtown Detroit for the Rays/Tigers series from September 9th until the 12th. Our friends were staying at the same hotel and as Honors members, we took advantage of checking in on the app and choosing rooms close to each other. We arrived around 8 PM and immediately went to our room as we had received a text earlier in the day that our digital key was available. We went to the room that we had chosen in advance and were struggling to unlock the door. We originally thought something was wrong with our digital key but then realized that something was wrong with the door itself. We were finally able to push the door open and were immediately taken aback. The room looked like something crazy had gone down. It was super clean, but the ceiling above the window was completely torn apart with paint missing and a huge gash. There was a serious dent in the wall by the bed and when we looked at the door from the inside, it looked like someone forced the door open from the inside with an object. The door handle and latch that would automatically lock the door when closed were both ruined. The part that connects to the wall was missing. With the room being so clean, it was obvious that at least housekeeping had seen the room, but either did not report it to management or management did nothing about it. I'm not sure what exactly happened, but I do know what happened next and that was I contacted the front desk and asked for a room change. Michael was the front desk attendant that evening and he could not have been more apologetic, friendly, or helpful. Within 5 minutes, he had moved us to a king room on the 5th floor. We went down to the front desk to retrieve our new keys while waiting for the digital key to reset and he again was apologetic and gracious when we thanked him for working things out for us. He mentioned something about having a parking ticket validated for valet and I had mentioned that we paid for parking in advance through the park and save package. Michael checked the reservation and confirmed that we did book the park and save package and validated our parking ticket. Our new room was just as perfectly clean as the previous one and in MUCH better cosmetic shape. The lock worked as expected and the room was the last room at the end of the hall. I was so worried about the noise from other reviews and we did not hear one sound from our neighbors, the hallway, those above us, or outside of the hotel. So request room 512 for a very peaceful stay! True to other reviews, the location cannot be beat! We were down the street from Comerica Park for the baseball games and a block or two away from Greektown, which was filled with tons of restaurants, an amazing Irish bar, and the Greektown casino where I won a couple hundred dollars on a penny slot machine! There were a lot of police officers patrolling the streets day and night and the people of Detroit could not have been friendlier! Our first morning, Jeri at the front desk sent a message via the app asking if we needed anything. I responded that we were looking for a nice place to sit outside and have a few drinks on a beautiful Friday. Jeri suggested that I stop by the desk and there she introduced me to Evan. Evan took the time to walk us outside and point us in the direction of several bars, providing excellent (and accurate!) explanations of each place. We greatly enjoyed our morning brunch at the Hudson Cafe and drinks at Mootz's, probably one of the best bars we have visited with ambiance and service! On the final day, we checked out on the app and were on our way! The only issue that took a while to resolve was a billing issue (thus the 4 stars out of 5). Once we got home, I noticed the bill was $114 more than quoted and I realized that the extra charge was for parking, which we had included in our package. I called the hotel and spoke to a young girl, explaning the issue. Her response was that there was no manager on duty but she will leave a message for one to call me back. A week goes by and I didn't hear from anyone so I called a second time. This time a gentleman answered the phone and told me that there was no manager on duty, but he connected me directly to the manager's voicemail where I left a message. I remember that the voicemail said that the manager's name was Reggie. Another week goes by with no return call and no charges refunded to my card so I called a third time. This time I got Jeri and told her that I remember that she was so helpful during our stay and asked if she could help with the issue. Within 2 minutes, Jeri had the charges reversed. I commented that I didn't realize she was a manager and she stated that anyone could have done what I was asking. I was thrilled that the issue had been resolved, I just wish that it didn't take 3 phone calls and 3 weeks to do so. Overall, I would stay at this hotel again. The location, friendliness of the staff (and people of Detroit as a whole), and the cleanliness of the hotel were amazing! Read less